Skip to Navigation
OTRS::ITSM 1.0 - Basic
PrevChapter 11. The admin area of OTRS::ITSMNext

11.4. Adjustment of ticket state

In ITIL compliant incident management, incidents are either resolved successfully or closed with a workaround. For such cases, OTRS::ITSM standard provides the ticket state "closed with workaround".

With OTRS::ITSM you can change ticket states or add new ones. There are two important options: the name of the state "state-name" and the type of it "state-type". All states and types available by default are pictured above.

State names can be chosen freely. In the "state" settings within the admin interface new states can be added or changed for existing state types.

Please consider that changes to the "new" state require changes in the configuration file kernel/config.pm or in the graphical configuration front-end. 


    [...]
    # PostmasterDefaultState
    # (The default state of new tickets.) [default: new]
    $Self->{PostmasterDefaultState} = 'new';

    # CustomerDefaultState
    # (default state of new customer tickets)
    $Self->{CustomerDefaultState} = 'new';
    [...]

The same applies to changes to the "open" state: changes in the kernel/Config.pm or in the graphical configuration frontend are necessary.


    [...]
    # default phone new state
    $Self->{'Ticket::Frontend::PhoneNextState'} = 'open';


    # PostmasterFollowUpState
    # (The state if a ticket got a follow up.) [default: open]

    $Self->{PostmasterFollowUpState} = 'open';
    [...]

Warning

In order to assure the consistency of the data managed in OTRS::ITSM, information created in the admin area of the system cannot be deleted as a general rule. If you want to deactivate such information, change the value in the respective listbox settings from "valid" to "invalid" or "invalid-temporarily".

PrevHomeNext
Version management of CI classesUpThe criticality impact priority matrix